AccountId: 011433970860
ContactId: a6d21b02-ed5f-4ec5-99a8-af6ce2e98102
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150309 ms
Total Talk Time (AGENT): 45067 ms
Total Talk Time (CUSTOMER): 53626 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/a6d21b02-ed5f-4ec5-99a8-af6ce2e98102_20250418T14:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII] from the Winnie Palmer Hospital. I just wanted to check the benefits for one of our patients for hospital inpatient maternity services.
[AGENT][NEUTRAL] OK, well, me, I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 257926.
[AGENT][NEGATIVE] Uh, sorry, could you repeat that? You're breaking up.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, yes, it's uh 02579262.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. Um, so this is a secondary policy, so it works after primary insurance is paid.
[AGENT][NEUTRAL] Um, let me see. So would this be for inpatient hospital or?
[CUSTOMER][NEUTRAL] Uh, yes, correct, um, she is in labor or I think she's delivered, so yes, in patients maternity.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] So it looks like for her inpatient benefits, there's a $4000 maximum benefit payable. And so that's after primary insurance has processed the claim, and that would potentially pick up co-pay deductible co-insurance.
[CUSTOMER][NEUTRAL] OK, $4000 maximum coverage, OK.
[CUSTOMER][POSITIVE] Got it, perfect. Alrighty, thank you very much, [PII] and just for my notes section, uh, do you provide call reference numbers?
[AGENT][NEUTRAL] Uh, just my name in today's date.
[CUSTOMER][POSITIVE] All right, sounds good thank you so much take care have a good rest of your day.
[AGENT][POSITIVE] OK, thanks for calling APL you as well.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye.